Policy
Returns & refunds
Because our products are temperature-sensitive research materials, we handle returns case by case and keep the process simple.
Cancellations
You can cancel an order at no cost at any time before it is dispatched. Message us on WhatsApp with your order reference. If you have already paid, we refund you in full.
Damaged, defective or incorrect items
If an item arrives damaged, defective or isn't what you ordered, send us photos of the parcel and the item on WhatsApp within 48 hours of delivery. Once we have confirmed the problem, we will send a replacement at no extra cost or refund you for the affected item, including the delivery fee where relevant. We may ask you to return the item, in which case we cover the cost.
Change of mind
Because our products must be stored at controlled temperatures, we can't accept returns of items that have left our care for reasons other than damage, a defect or an error on our side. Please check your order carefully before you confirm it.
How refunds work
Approved refunds are paid by EFT to the account you paid from, within 10 working days of approval. We will confirm the amount and the date with you on WhatsApp.
Your rights
Nothing in this policy limits any rights you have under the Consumer Protection Act or the Electronic Communications and Transactions Act.